I love a compelling story. So much so, I majored in English as an undergraduate…and I’m also a member of two book clubs.
When I went back to school for my master’s in business, I realized that these professors cared about stories just as much as my English professors did – they just called it by another name: the customer journey. Traditionally, marketing experts depicted the customer journey in a linear framework, from awareness to advocacy.
In the early 2000s, McKinsey & Co. revolutionized the notion of customer journeys, unveiling a new non-linear shape. Customers, they said, inhabit a journey “loop,” with four discrete stages: […]
Whenever I Google “pizza delivery near me,” I’m overwhelmed by the number of options I have at my disposal. That’s why it’s important for any restaurant – but particularly those in highly competitive spaces – to think about what they’re offering customers that sets them apart from the competition.
When restaurant owners think about how their customers decide between them and their competitors, they often think that people’s decisions are made primarily based on food and customer experience. While that’s still true, there’s a crucial third element that consumers use to choose among their options — how restaurants use technology to facilitate guest engagement. […]
If you go on a first date but aren’t able to establish a connection, it’s usually no big deal. After all, there are plenty of other fish in the sea! But when you operate a restaurant and you’re not compatible with your guests, that’s a different story. Those are the fish in the sea — and your business is only as strong as your compatibility with your customers.
From grocery stores and restaurants to alternative meal sources like Blue Apron, guests have a vast number of options when it’s time to eat, and the list is growing all the time. And with that many options guests will quickly lose interest in a restaurant if they encounter anything that disrupts a convenient and pleasant dining experience.
The problem for restaurants is that in many cases they are disrupting their customers’ experiences — creating friction in what otherwise should be a smooth and easy interaction — without realizing it. […]
The Webinar Warrior Showdown was so successful last summer that we’re doing it all again! Starting this Tuesday, June 6 at 1:00 EDT, you’ll receive a chance to win a fantastic grand prize that will change your business forever. All you have to do is join us for as many of our weekly live, thought-provoking webinars as you and your team can in the months of June and July. The organization with the most webinar attendees will win a free, one-day loyalty workshop with the Paytronix Data Insights team sometime this fall.
Data Insights manager Lee Barnes will lead the workshop for the winning group. Lee has helped dozens of brands launch and manage their rewards programs. His undergraduate degree in Mathematics and MBA from Harvard Business School gives him the unusual ability to execute complex analyses and translate the results into ideas that business leaders can use. The lucky organization that wins the Webinar Warrior Showdown will receive free access to his impressive wealth of knowledge – a value of over $10,000. […]